Customer Support Specialist, Payroll Setup
About the role
We are building a world-class Support team committed to helping customers realize the full potential of Rippling. Team members focus on getting our customers back on course when challenges arise and contribute to internal discussions around product enhancements. Our Support Organization is composed of product-specific teams such as HR, Payroll, Tax, IT, and Finance.
Responsibilities
- Become a product expert—maintain a high level of product knowledge to provide accurate information and assistance to both customers and colleagues.
- Take charge of customer issues from start to finish, working in a dynamic and fast-paced environment.
- Respond promptly and professionally to customer inquiries via email, chat, or video conferencing.
- Resolve product or service issues by understanding the customer's complaint, determining the cause of the problem, selecting and explaining the best solution, and following up to ensure resolution.
- Document and track customer interactions, transactions, comments, and complaints using the company’s CRM system.
- Gather customer feedback and work directly with Product and Engineering teams to share insights to help improve products and services.
- Stay up-to-date with company policies, procedures, and product updates to provide accurate and consistent information to customers.
- Work well under time constraints and meet schedules, including unexpected deadlines, to ensure client needs are met.
- Deliver exceptional service and ensure customer satisfaction by going the extra mile in every interaction.
Requirements
- Must be located in PST or MDT.
- Ability to work 9am–5:30pm PST.
- Proficient in English; written and verbal communication skills.
- Demonstrated experience problem-solving with attention to detail.
- Organizational skills and experience improving processes.
- Flexibility with changing job duties and responsibilities.
- Time management skills and ability to prioritize.
Pay
The pay range for this role is:
- $23.49 USD per hour (US Tier 2)
- $22.19 USD per hour (US Tier 3)
- Medical, dental, and vision insurance
- Life insurance
- Retirement benefits
- Paid time off
The final compensation offered to a successful candidate will depend on several factors, including but not limited to, location, experience, education, training, and business need.
Benefits
This position may be eligible for bonuses, commissions, and/or equity, subject to applicable plan documents and company policy. Successful candidates hired for this role may also be eligible to participate in the company’s benefits programs, which may include:
Schedule
This is a non-exempt, full-time, hourly position with eligibility for overtime. Rippling highly values having employees working in-office to foster a collaborative work environment and company culture. For office-based employees (those who live within a defined radius of a Rippling office), working in the office at least three days a week is considered an essential function of the role.